Long-Term Plans (LTPs) provide extended-range forecasts designed to help organizations anticipate staffing needs over many months or years. LTPs offer improved accuracy compared to short-term forecasts by analyzing trends at a broader scale and generating projections in a week-by-week view. When you configure LTPs, you can define capacity planning parameters such as daily and weekly full-time equivalent (FTE) working hours, attrition rates, shrinkage, and cost per FTE. These inputs enable deeper visibility into long-range operational requirements and support more informed strategic planning.

Understand Long-Term Plan Record Manager

The Long‑Term Plan record manager provides a centralized view of all Long-Term plans you’ve created, along with key details that help you understand their status at a glance. This page serves as a workspace where you can review existing plans, open them for deeper analysis, and perform actions such as creating new plans, editing, or managing plan configurations. It gives you a clear, organized starting point for planning, maintaining, and optimizing your long‑term forecasting workflows.

Navigate to Forecast Scenario Record Manager

Follow these steps to navigate to Long-Term Plan Record Manager:

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1. Go to the Workforce Manager Persona App on the Launchpad.

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2. Select Long-Term Plan from the Left Pane to open the Long-Term Plan Record Manager.

The Long-Term Plan record manager has multiple columns that can be hidden or rearranged depending on your requirements or preferences. You can search for Long-Term Plans by their names, and they can also be filtered based on Work Types, Type, Granularity, Status, and Date Range.

Toolbar Options

The toolbar at the top of the Record Manager includes the following options:

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1. Refresh: Reloads the record manager to display the most up‑to‑date list of Long‑Term Plans.

2. Date Range: Filters the list to show only the Long‑Term Plans that fall within the selected date range. This helps you focus on plans relevant to a specific planning window.

3. Show/Hide Filters: Toggles the quick filters panel on or off. Use this option to refine your results using predefined filters.

4. Manage Columns: Opens the column customization panel, where you can choose which columns appear in the record manager. This allows you to tailor the view to show the most relevant information for each Long‑Term Plan.

5. Create Long-Term Plan: Opens the creation page for building a new Long‑Term Plan. Use this option to start a new forecasting or capacity‑planning cycle.

Available Columns

The following columns are available on the Long-Term Plan Record Manager:

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Create Automatic Long-Term Plans

Follow these steps to create automatic Long-Term Plans:

1. Navigate to the Long-Term Plans record manager.

2. Click the Create Long-Term Plan button at the top right of the page to open the Long-Term Plan creation page.

3. Fill in the required fields on the Long-Term Plan creation page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

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   1. Name: Enter a unique and descriptive name for the Long-Term Plan. This name will be used to identify the Long-Term Plan within the system. (Required)

   2. Description: Provide a summary or explanation of the LTP.

   3. Type: Select Automatic. (Required)

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   4. Parameters: This field determines the parameter(s) that will be calculated for your Long-Term Plan. Contact Volume and Average Handling Time are selected by default and cannot be removed. (Required)

   5. Work Types: Select the Work Type(s) to be considered for the LTP. A preview of your selected Work Type(s) appears on the right side of the page. (Required)

   6. Start Date: Enter the start date for the Long‑Term Plan (LTP). The start date must fall on a Monday. The system automatically sets the start time to midnight (12:00:00). (Required)

   7. Duration: Specify the duration of the plan in weeks. This value determines the total length of the forecasting period and must be a whole number greater than or equal to 26. (Required)

   8. Historic Date Range: Select the historical date range that the system will use to generate the LTP. The selected range must start on a Monday and end on a Sunday. (Required)

   9. Excluded Date Ranges: Select one or more date ranges to exclude from the selected historical date range. Click the "+" button to add additional date ranges. The selected range must start on a Monday and end on a Sunday. (Required)

4. Click the Next button at the bottom right of the page to open the Capacity Plan Presets page.

5. Fill in the required fields on the Capacity Plan Presets page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

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   1. FTE Daily Working Hours: Enter the number of productive hours an FTE is expected to work each day. It must be between 1 and 24 with an increment of 0.5. (Required)

   2. FTE Weekly Working Days: Specify how many days per week an FTE works. Set this value to determine the total weekly availability in your capacity plan. It must be a whole number between 1 and 7. (Required)

   3. Starting Headcount: Provide the number of agents available at the start of the forecast period. Use this as your baseline workforce count before applying attrition or shrinkage. (Required)

   4. Annual Production Attrition: Enter the expected annual attrition rate for agents. Use this percentage to estimate the decrease in headcount during the forecast period. (Required)

   5. In Office Shrinkage: Enter the percentage of time agents spend on non-productive activities while in the office (such as meetings or coaching). Set this value to account for reduced productive capacity. (Required)

   6. Out Of Office Shrinkage: Enter the percentage of time agents are unavailable due to planned or unplanned Time Offs. Use this to reflect non-working time that impacts staffing availability. (Required)

   7. Occupancy: Specify the target occupancy rate you want to maintain. Set this value to control how much time agents should spend actively handling workload versus being idle. (Required)

   8. Annual Per FTE Cost: Enter the annual cost of one FTE. The currency is set to U.S. Dollars by default and can be updated. (Required)

6. Click the Create button at the bottom right of the page to create the Long-Term Plan.

This creates the Long-Term Plan ​in the Processing state. Once the processing is complete, the Long-Term Plan goes into a Draft state and becomes ready to view.

Import Long-Term Plan

Follow these steps to import a Long-Term Forecast:

1. Navigate to the Long-Term Plans record manager.

2. Click the Create Long-Term Plan button at the top right of the page to open the Long-Term Plan creation page.

3. Fill in the required fields on the Long-Term Plan creation page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

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   1. Name: Enter a unique and descriptive name for the Long-Term Plan. This name will be used to identify the Long-Term Plan within the system. (Required)

   2. Description: Provide a summary or explanation of the LTP.

   3. Type: Select Import. (Required)

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   4. Upload Long-Term Plan: Upload the import LTP file with the required details. Refer to the Important Considerations for Importing Long-Term Plans section below for details on the headers of the data import template. (Required)

   5. Work Type Mapping: Match the Work Type in the import file with the Work Types already available in your system. (Required)

   6. Timezone: Select the time zone of the start date and time value entered in the “startTime” header in the import template. (Required)

   7. Date Pattern: Select the date and time value format entered in the “startTime” header in the import template, such as DD-MM-YYYY, MM-DD-YYYY, MM/DD/YYYY, or DD/MM/YYYY.

      Date patterns that include "AM/PM" at the end indicate a 12-hour format, while those without "AM/PM" use a 24-hour format. The supported timestamp formats are HH:MM:SS and HH:MM. (Required)

4. Click the Next button at the bottom right of the page to open the Capacity Plan Presets page.

5. Fill in the required fields on the Capacity Plan Presets page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

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   1. FTE Daily Working Hours: Enter the number of productive hours an FTE is expected to work each day. It must be between 1 and 24 with an increment of 0.5. (Required)

   2. FTE Weekly Working Days: Specify how many days per week an FTE works. Set this value to determine the total weekly availability in your capacity plan. It must be a whole number between 1 and 7. (Required)

   3. Starting Headcount: Provide the number of agents available at the start of the forecast period. Use this as your baseline workforce count before applying attrition or shrinkage. (Required)

   4. Annual Production Attrition: Enter the expected annual attrition rate for agents. Use this percentage to estimate the decrease in headcount during the forecast period. (Required)

   5. In Office Shrinkage: Enter the percentage of time agents spend on non-productive activities while in the office (such as meetings or coaching). Set this value to account for reduced productive capacity. (Required)

   6. Out Of Office Shrinkage: Enter the percentage of time agents are unavailable due to planned or unplanned Time Offs. Use this to reflect non-working time that impacts staffing availability. (Required)

   7. Occupancy: Specify the target occupancy rate you want to maintain. Set this value to control how much time agents should spend actively handling workload versus being idle. (Required)

   8. Annual Per FTE Cost: Enter the annual cost of one FTE. The currency is set to U.S. Dollars by default and can be updated. (Required)

6. Click the Create button at the bottom right of the page to create the Long-Term Plan.

This creates the Long-Term Plan ​in the Processing state. Once the processing is complete, the Long-Term Plan goes into a Draft state and becomes ready to view.

Important Considerations for Importing Long-Term Plans

• CSV, XLS, and XLSX are the approved file formats.

• A Work Type ID can be the exact ID, the Name, or any alphanumeric value. Once imported, the system will ask for the Work Type ID to be mapped exactly to the already existing Work Types.

• Ensure no duplicate values are present for the same "startDate" and "workTypeId" in the file.

• Verify all forecast values are present for each "startDate" and "workTypeId" according to the specified granularity. For example, with a 30-minute granularity over 30 days, there should be exactly 1440 rows for each ‘workTypeId’.

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The following headers are mandatory in the file (Do not modify the header, including their case):

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Edit Long-Term Plans

Edit Long‑Term Plans to update their details, settings, or configuration as requirements change.

Follow these steps to edit a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

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2. Click the More Actions (⋮) button corresponding to the LTP you want to edit. This will show a list of options.

3. Select Edit from the list of options to open the LTP editing page.

4. Update the necessary details for the selected LTP. You can edit the Name, Description, Date Format (for Imported LTPs), and the Capacity Plan Presets for the selected LTP.

5. Click the Save button to save the LTP with new details.

This compeletes the process of editing a Long-Term Plan.

Clone Long-Term Plans

Clone Long‑Term Plans to create a copy that you can reuse or modify without affecting the original.

Follow these steps to clone a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

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2. Click the More Actions (⋮) button corresponding to the LTP you want to clone. This will show a list of options.

3. Select Clone from the list of options to open the LTP cloning page. The creation form opens prefilled with the existing LTP's details. You can reconfigure all parameters before saving. The available fields are the same as those used when creating a new Long‑Term Plan.

   The name of the cloned LTP will default to "Clone of Original_LTP_Name", which you can modify as needed.

4. Click the Create button after configuring the cloned LTP.

This completes the process of cloning a Long-Term Plan.

Share Long-Term Plans

Share Long‑Term Plans to give others access and collaborate more effectively across teams.

Follow these steps to share a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

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2. Click the More Actions (⋮) button corresponding to the LTP you want to share. This will show a list of options.

3. Select Share from the list of options to open the Share With window.

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4. Fill in the required fields. Below are the descriptions of the fields on this dialog box:

   1. Visible in all workspaces: Select this checkbox to share the LTP with all available Workspaces.

   2. Workspaces: Select the Workspace(s) you want to share the LTP with. This field is accessible only if the Visible in all workspaces field is not selected.

   3. User/User Groups: Select the User(s)/User Group(s) you want to share the LTP with. This field is accessible only if the Visible in all workspaces field is not selected.

5. Click the Share button. This will share the LTP with the selected Workspace(s) and User(s)/User Group(s).

This completes the process of sharing a Long-Term Plan.

Delete Long-Term Plans

Delete Long‑Term Plans when they are no longer needed to keep your workspace organized and up to date.

Follow these steps to delete a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

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2. Click the More Actions (⋮) button corresponding to the LTP you want to delete. This will show a list of options.

3. Select Delete from the list of options to open the Delete Long-Term Plan window.

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4. Select Submit to delete the LTP. This action cannot be undone.

This completes the process of deleting a Long-Term Plan.

Add Initiatives

Initiatives in Long‑Term Plans allow you to simulate the impact of business changes on forecasted volume (contacts) and Average Handling Time (AHT). They are used to model “what‑if” scenarios, such as campaigns, process improvements, or tooling changes, without modifying the baseline forecast.

Follow these steps to add Initiatives to a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

2. ​Click the View Long-Term Plan (Eye icon) button corresponding to the Long-Term Plan. This will open a detailed view of the Long-Term Plan.

   

3. Click the Add Initiative button at the top right of the page to open the Add Initiative window.

4. Fill in the required fields in the Add Initiative window. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   

   1. Initiative Name: Enter a unique and descriptive name for the Initiative. (Required)

   2. Impacted Work Types: Select one or more Work Types that this Initiative will impact. Only Work Types used in the associated Long‑Term Plan are available for selection. (Required)

   3. Volume Impact Type: Specify whether the Initiative impacts volume as an absolute value or as a percentage. (Required)

   4. AHT Impact Type: Specify whether the initiative impacts AHT as an absolute value or as a percentage. (Required)

5. Click the Create button to add the Initiative to the Long-Term Plan.

This completes the process of adding Initiatives to Long-Term Plans.

Export Long-Term Plans

Exporting Long-Term Plan data allows you to save and analyze data outside the application. Once exported, the data can be used for further analysis, reporting, or sharing with stakeholders, providing flexibility and convenience in managing your Long-Term Plans.

Follow these steps to export a Long-Term Plan:

1. Navigate to the Long-Term Plans record manager.

2. ​Click the View Long-Term Plan (Eye icon) button corresponding to the Long-Term Plan. This will open a detailed view of the Long-Term Plan.

   

3. Click the Export button at the top right of the page to open the Export Long-Term Plan window.

4. Fill in the required fields in the Export Long-Term Plan window. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   

   1. File Name: Enter a unique and descriptive name for the exported file. (Required)

   2. Format: Choose if you want to exported file should be in Excel (.xlsx) or CSV format. (Required)

   3. Starting Week: Specify the week of the Long‑Term Plan (LTP) from which data should be included in the exported file. (Required)

   4. Ending Week: Specify the week of the Long‑Term Plan (LTP) till which data should be included in the exported file. (Required)

5. Click the Export button to submit the export request.

You will receive a system notification confirming your export request. A link to download a zip file containing the Long-Term Plan data will be provided shortly after.